Operations Team Leader, UK

Statement of Job Purpose

  • To provide a comprehensive service desk support service to staff and clients at Proact IT UK Ltd, in line with agreed policies and procedures and to agreed standards of service
  • To contribute positively to the achievement of Proact IT UK LTD’s overall values and objectives

Main Duties and Responsibilities

  • Ensure that all requests from customers are handled promptly and effectively, ensuring that agreed service levels are met
  • For all requests that cannot be directly resolved, ensure that priority setting and escalation procedures are applied effectively
  • Act as escalation point for 1st line team members
  • Improve efficiency and effectiveness of the service desk by analysing and trending data then, propose/implement recommendations for improvement
  • Produce weekly and monthly statistics and performance reports
  • Document new procedures and processes via Microsoft office & Visio
  • Develop and track KPI’s for the service desk
  • Perform Duty Manager role whilst on night shifts

Common Requirements for all Posts

  • To work within the framework of Proact IT UK Ltd’s policies and procedures, ensuring that your work furthers the core values and objectives
  • To undertake Health and Safety duties and responsibilities appropriate to the post, at all times having regard to your own and others’ health and safety
  • To provide excellent customer and client care in dealings with staff, clients and members of the public
  • To contribute to the development of a professional working environment within Proact IT UK Ltd
  • To have a commitment to your own development and a willingness to undertake relevant training opportunities
  • To have a flexible approach to work in order to meet deadlines
  • To perform any other reasonable duties in consultation with your line manager
  • From time to time you may be required to undertake some cross site working

Essential skills

  • Minimum 3 years’ experience in work in an IT support environment
  • Excellent communication skills, communicates effectively by word of mouth and in writing
  • Ability to work under pressure and remain calm
  • Strong Microsoft office skills
  • Self-motivated, with strong ability to work both independently and with teams and managers as appropriate

Essential skills

  • Technical background with a knowledge of (Virtualisation, Storage, Networks & Windows Server)
  • Experience in using TopDesk (or similar call management system)
  • ITIL qualification


In return Proact will offer you:

  • Private Comprehensive health care cover with AXA
  • Company pension Scheme 
  • 33 days Holidays
  • 3 charity days fully paid/ year
  • Option to purchase another 5 days Annual leave
  • Company Laptop


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